Complaints Policy

At Fern Wills & LPAs, we are committed to providing a high-quality service to all our clients and customers. We acknowledge that things may not go as planned occasionally, and when this happens, we want to hear about it and address any issues promptly. We are sorry that you are not delighted with our service.

How to Make a Complaint: If you are not satisfied with any aspect of our service, please bring your complaint to our attention as follows:

• Contact us via email at info@fernwills.com with the subject line “Complaint.”
• Call Chris regarding the complaint at: 07500 866123.
• Write to us at either office: 
  • 7 Fern Close, Rugby, Warwickshire, CV23 0UQ.
  • 11 Wakefield Drive, Welford, Northants, NN6 6HN

Our Complaints Procedure:

1. Acknowledgment: We will acknowledge receipt of your complaint within seven business days.
2. Investigation: We will investigate your complaint thoroughly.
3. Resolution: We aim to resolve complaints within ten business days of receiving them.
4. Response: You will receive a full written response detailing the outcome of our investigation and the steps we will take to rectify any issues.

Escalation: If you are not satisfied with the initial handling of your complaint, you may escalate the matter to The Society Of Will Writers.

Their complaints form is attached.

We take all complaints seriously and use them as an opportunity to improve our services.

Thank you for bringing your concerns to our attention